Digital Channel Manager at Middle East Bank Kenya Ltd

JOB PURPOSE STATEMENT / POSITION OBJECTIVE

There is a need for an experienced Digital Channel Manager to join our team. The successful candidate will be responsible for developing and implementing strategies to increase revenue and market share through various service delivery channels. He / She should have excellent communication skills, be goal-oriented, and have a strong strategic mindset. Coordinate the development of new, existing and improved service delivery digital channels and solutions to address customers’ needs.

KEY RESPONSIBILITIES

• To manage and mitigate risks related to technology solutions for digital channels in line with bank’s ICT Policy, Regulations, Standards, Good Practices and all internal processes & procedures.
• Management of training, development & performance for the IT digital Channels support team comprising of system admins and operators maintaining the banks digital channels systems and responsible for 24/7 support.
• Develop and maintain processes and procedures for the support and maintenance of the bank's Digital channels systems. Develop and maintain the bank's technical documentation and procedures for support.
• Development of and adherence to service level agreements with the digital channels users and management of SLAs with service providers/vendors of these systems.
• Evaluation of technologies and implementation of digital channels solutions as per the bank’s strategies for delivery of business products and services.
• To liaise with all internal service delivery units of the bank in tracking and responding to customers’ suggestions/queries/complaints to ensure smooth operations of the digital solutions.
• Tracking of customer queries/complaints and implementation of initiatives to address key digital channels issues identified.
• Provision of timely and accurate management information to all users on the digital channels systems
• Maintenance of accurate and updated system configuration and documentation for all the digital channels systems and ensure that constant review and versioning is done.
• Implement appropriate security protocols and controls with respect to digital channels.
• The holder will be expected to use tools to provide capacity and performance reports on all digital services and lead implementation of remedial actions for any adverse findings.
• Management of project resources, schedule, costs, stakeholders, and the application development lifecycle for all Digital Channels support initiatives.
• In-depth understanding of the various mobile banking platforms

CANDIDATE SPECIFICATIONS

• State the nature and duration of experience, skills and knowledge as well as the personal attributes required to perform this job.

For the above position, the successful applicant should have the following:

• A bachelor’s degree in IT, BBIT, Computer Science or Technology Related.
• 6 years’ Technology experience.
• 5 years’ experience in Digital Channels Applications & Integrations.
• 5 years’ experience working with Databases such as Oracle, MySQL, MS SQL DB.
• 3 years’ experience in IT Support Team Leadership.
• 3 years’ experience in IT Applications Development, Business Analysis or Quality Assurance, CBS systems.
• 3 years’ experience in Linux Systems Administration.
• Issue management and problem resolution skills.
• Knowledge of Data Protection Act.
• Core Banking systems knowledge is desirable